Penmaen Software / BG-Demo – Check In
Callcompleted
Penmaen Software · 28 Nov 2024 14:15
Check-in on 28 Nov 2024: Cerys Llewellyn is pleased with rising use and wants a weekly digest to replace her Monday helpdesk export. The contract runs to 24 Jul 2025, so adoption evidence matters.
What was said
What this says
As at Fri 9 Oct 2026Check-in on 28 Nov 2024: Cerys Llewellyn is pleased with rising use and wants a weekly digest to replace her Monday helpdesk export. The contract runs to 24 Jul 2025, so adoption evidence matters.
What happened: Marcus Bell reviewed usage, tickets and invoices with Cerys Llewellyn on 28 Nov 2024. Active users averaged about eight, well up on the previous quarter, with one how-to ticket and invoices all paid.
Customer view: Cerys's test is whether her team can stop the Monday export, and the renewals view answered it. She plans to collect examples of time saved.
Commercial: The contract runs to 24 Jul 2025. Fewer connectors are used than entitled, and Cerys may add a product usage source.
Watch: Rhian Morgan still asks the most questions, though Marcus says use is spreading.
Themes
As at Fri 9 Oct 2026Theme
Adoption and renewal readiness
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Cerys Llewellyn to nudge the invited users who have not logged in.
- Marcus Bell to arrange a short December session for renewals and support, and send a recap the same day.
- Rhian Morgan to set up the weekly digest, and Cerys to confirm the product usage source.
Risks
As at Fri 9 Oct 2026- Rhian Morgan asks the most questions, so use still leans on one person.
- A handful of invited users have not yet logged in, which weakens the value story before the renewal.
Opportunities
As at Fri 9 Oct 2026- A product usage connector could be scoped, as fewer connectors are used than the tier allows.
- A lighter training session for renewals and support could widen use across customer success.
Transcript
Marcus BellHi Cerys, thanks for making time. Can you hear me okay?
Cerys LlewellynI can, hello Marcus. Sorry, I'm in the car park, I'll find a quiet room in a second. Right. There we are.- Marcus BellNo problem. I'll share my screen and say what I'd like to cover, then you tell me what's on your mind. I've pulled the numbers for the last quarter, a quick look at tickets, and then anything you want to add.
- Cerys LlewellynLovely. Well, what my team asked me this week was whether they can stop exporting from the helpdesk every Monday. That's really the test for me. If the answer's yes, I'm a happy woman.
- Marcus BellHa, okay, I'll keep that in mind. Can you see the usage page?
- Cerys LlewellynI can. That line goes up quite sharply.
- Marcus BellIt does. Active users averaged about eight over the last thirty days, and that's well up on the previous quarter. You've got forty licensed users, so there's a lot of room. And questions asked have grown with it.
- Cerys LlewellynThat fits. Rhian's been showing people the dashboards she built, and two of the account managers have started coming to her rather than to me, which I love.
- Marcus BellYes, Rhian's name is all over the activity. I'd say she's the one asking the most questions, and the good news is it's not only her any more. Spread is better, because then it doesn't depend on one person.
- Cerys LlewellynFair point. I'd like to get the whole of customer success in. Who else should I be thinking about?
- Marcus BellShall we look at who has a login and hasn't used it? I've got that list here. A handful of your people were invited and haven't opened it yet.
- Cerys LlewellynRight, I recognise most of those. A couple are new starters. Let's start with the team who'll use it, which is renewals and support. I'll nudge them myself.
- Marcus BellHappy to join a short session for them if that helps. Callie did the training with Rhian in October, and I could do a lighter version for the rest.
- Cerys LlewellynYes please. Mid December, maybe, before everyone disappears. I'll check diaries.
- Marcus BellPerfect. Now tickets. There's been one in the last thirty days, a how-to about sharing a dashboard with a group. It was answered quickly and closed, nothing outstanding.
- Cerys LlewellynYeah, that was Rhian, I think. She was a bit sheepish about it. I told her that's what it's there for.
- Marcus BellExactly right. No high priority tickets, and the nightly refresh has landed on time every business day. Invoices are all paid, so nothing there either.
- Cerys LlewellynGood. Now, can I ask you something about what the brain can do for renewals? Which customers are at the edge, that sort of thing. I've seen this work at other places, and I'd like us to get there.
- Marcus BellYes. The way to do it is to combine ticket trends, usage by operator and renewal dates in one question. Rhian already has a version on her dashboard. Want me to show you?
- Cerys LlewellynPlease.
- Marcus BellSo that's the view. Operators with a renewal coming and falling usage sit at the top. You could pin it to a weekly digest for your team.
- Cerys LlewellynThat's the Monday export gone, then. Brilliant. Is that something Rhian can set up, or do you need to?
- Marcus BellShe can do it herself from the dashboards builder. If she gets stuck, I'll walk her through it. I don't want to promise anything on timing beyond that, but it's well within what you already have on Growth.
- Cerys LlewellynUnderstood. Let me ask a harder one. When we come up to renewal next summer, what will you need from me?
- Marcus BellNothing yet, honestly. Your contract runs to 24 Jul 2025, and I'll be in touch well ahead with the usual notice. For now it's about adoption. If the team keep using it like this, you'll have a clear story to tell internally.
- Cerys LlewellynGood, that's what I wanted to hear. I'll make sure I'm collecting examples as we go. Time saved, things we caught early.
- Marcus BellThat's the best thing you can do. Even a couple of short notes from the team will help.
- Cerys LlewellynRight. Anything else on your list?
- Marcus BellJust one: connectors. You're using fewer than you're entitled to. If you want to add another source, tell me which and I'll get it scoped with the right person on our side.
- Cerys LlewellynProduct usage data, probably, so we can see logins per operator. Let me talk to our engineers and come back to you.
- Marcus BellPerfect. So, to recap. You'll nudge the people who haven't logged in. I'll find a session in December. Rhian sets up the weekly digest. And you'll let me know about the product usage source.
- Cerys LlewellynThat's it. Send me a few lines afterwards and I'll forward them to the team.
- Marcus BellWill do, today. Thanks, Cerys.
- Cerys LlewellynDiolch, Marcus. Speak soon.
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